SLS3 Process Aug 2011

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 1/10

Sales Management

Selling Process

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 2/10

Sales Management

Sales persons knowledge universe

Prod

Knowledge

Features

Benefits

Price

CompetitorKnowledge

Industry structure

Market Share

Market behavior

Other policies

Company

Knowledge

History

Finance

ManagementSize

Policies

SPsKnowldg

Universe

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 3/10

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 4/10

 Sales Management

Selling process• Sales Person locates & identifies the prospects

• Makes sales presentation

•

Closes a call• Follow up with existing customers

• Measures success & customer satisfaction levels

90% of customer handling strategy

10% of sales presentation

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 5/10

 Sales Management

Selling process

Objection

handlingClosing the

sale

Follow up

Action for

Repeat sale

Sales

presentation

Approach

to the

customer

Pre approach

Before

Interview

ProspectingPre sale

preparation

Pre sale preparation: Adequate knowledge about product, market,

competitors’ product, prices, customer segment & selling technique 

to be applied

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 6/10

Sales Management

ICICI bank model

Prospecting

Customer contact

Demonstration

Handling objection

Closing sale

Exit/follow up

Presentation

Account Opening

Through branch referrals & Field Officers activity

Calling by Field Officer for appointment

Product presentation by Field Officer

Sales Executives Domos

Sales presentation

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 7/10

Customer Relationship Management

Formation and nurturing of long term relationship

through paying individual attention

Objective: 

•

Turning prospects into advocates• Prevent defections

• Having large proportion of loyal advocates

•

Long term business gains

Customer if satisfied with the service will continue

to patronize the same service provider

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 8/10

Customer Relationship Management

The Loyalty ladder

Advocate

Supporter

Client

Customer

Prospect

Customer retention

Customer acquisition

Emphasis on

New customer

Emphasis on developing

&enhancing relationships

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 9/10

Customer Relationship Module

Phase 1

Phase 2

Phase 3Company Loyal

KOLs

Product Loyal

Prospects,New,

Potent, initiators

8/3/2019 SLS3 Process Aug 2011

http://slidepdf.com/reader/full/sls3-process-aug-2011 10/10

 Sales Management

Class Assignment : Eureka Forbes

How will you go about with the selling of the

following products

Industrial products: Solar heater panels

Robot with a sensor

FMCG product: Green tea dispersible tablets

Pharma product: Medicated diapers

Service product: ICICI pinnacle fund

Automobile product: TATA Nano